To monitor activity for Inbound, Outbound, Backend & Email processes and ensure call centre representatives follow the organization s protocols.
Core Responsibilities:
Customer request/query/complaint management
Ensure rightful resolution of customer query and/or request within TAT/SLA
Drive process improvements to reduce complaints and increase customer delight
Coordinate and liaison across departments for resolution of complaints
Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs
Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality
Identify potential quality issues and initiate investigations in coordination with the leadership team
Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues
Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also.
Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience
Efficiently gather complete information to access and fulfill customer need.
Build and facilitate business retention process
Help resolve all audit queries and support business activities(With respect to Customer Communication)
Qualification: Graduate, Masters/Post Graduate - Optional
